ROI CX Solutions

BACKGROUND

Introduce your business and what you do there.

I’m an executive at DocMJ. We provide affordable medical marijuana health evaluations and recommendations through compassionate physicians at 30+ clinic locations, primarily in Florida. We also offer accessible mental health services and support for patients seeking alternative medicine.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ROI CX Solutions to accomplish for DocMJ?

We needed to provide compassionate and understanding care for our patient base while working with our team to manage the call center.

SOLUTION

Can you describe the scope of work ROI CX Solutions handles for DocMJ?

ROI CX Solutions handles all inbound calls for patients calling in to ask questions, get answers, book appointments, and resolve issues. They also handle the outbound reminder calls for our patients across multiple states and regulations. Our call center plays a critical role in the success of our organization and the experience of our patients. They’re often the first point of contact, and they consistently represent our company with professionalism, empathy, and efficiency.ROI CX Solutions’ team handles a high volume of calls while maintaining accuracy, patience, and a strong understanding of our services and workflows. They do an excellent job answering questions, scheduling appointments, resolving concerns, and guiding patients through next steps, all while keeping patient satisfaction at the forefront.Additionally, ROI CX Solutions provides a weekly report breakdown that shows us each call that comes in and why. They train their staff and oversee their day-to-day successes of the call center. They use their own phone system to ensure that all agents follow through on the needed assignments for every department.

What is the team composition?

We work with 15 teammates from ROI CX Solutions.

How did you come to work with ROI CX Solutions?

We found them through an online search. Their pricing fit our budget, and they offered good value for the cost.

What is the status of this engagement?

We started working with them in August 2023, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Overall, our partnership with ROI CX Solutions has enabled us to scale access, protect revenue, and improve the patient experience while maintaining operational flexibility. The measurable gains in call performance, appointment conversion, and cost efficiency demonstrate clear progress and success. We’ve seen improved ASA, increased call answer rate, reduced missed scheduling opportunities, and lowered cost per scheduled appointment compared to internal-only handling. We’ve also seen a reduced administrative burden on internal staff, improved reporting and visibility into call metrics, outcomes, and trends, and fewer complaints related to call wait times or inability to reach DocMJ.

How did ROI CX Solutions perform from a project management standpoint?

They always deliver on time and work with us to handle any issues. We communicate via virtual meetings.

What did you find most impressive or unique about them?

We’re impressed by their responsiveness to any issues that arise.

Are there any areas they could improve?

There’s nothing they need to improve.